Cisco Webex Experience Management (CloudCherry, before being acquired by Cisco) was a real-time, omni-channel Customer Experience Analytics and Sentiment Mapping product that helps customer-facing brands track, measure and improve customer delight. The product has been discontinued and is no longer available.
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Verint Knowledge Management
Score 8.5 out of 10
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Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
We have a contract with Cisco, so it works, but honestly, each of the different software systems has its pros and cons and a lot of it comes down to personal preference and what you will actually use. It's no use getting any of these if you won't actually use them and the data …
Best meeting experience even though subscription cost is high. Compared to Zoom support and features Cisco Webex has more. Best efficient tool and we can integrate with any of our platforms. Recording of the session is easily accessible and there is more cloud storage compared …
The Cisco Webex is much more secure in terms of managing business data plus the integration with the other product platform is making it a superior product to its peers. The simplicity of the design makes it different than products that are available in the market. I would …
Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly …
As I remember in 2011-12 Cisco was [the] only goto collaboration tool and it made [the] life of [the] entire team [fun-filled] and productive. The ease of connecting [teams] across the world and making communication effective[.]
Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to …
[Cisco] Webex Experience Management integrated with Contact Center is a key differentiator rather than having standalone evaluation tools like Qualtrics which are managed by the Marketing team.
Contact Center feedback should be managed by a solution that integrates tightly and …
Integrates with our Verint suite; Was easy to use and supports our global implementation. We love the innovation the Verint team brings to their product.
All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have …
[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement [Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.
Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.
The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.
The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.
No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).
Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals
Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly and yearly pattern of customers. The direct interaction with customer is possible only in this application. Being a cloud based application it is also easy to manage.The platform creates a wonderful interaction between various stake holders which helps in long run.
All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.
Content is easier to keep up to date and publish on an urgent basis.
Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.
